220-1202 · Question #122
A customer's laptop will not turn on. The customer is distraught and panicking because the laptop contains family pictures that can never be replaced. Which of the following communication techniques…
The correct answer is C. The technician should project confidence and maintain a positive attitude. In emotionally sensitive situations, it is critical that the technician projects confidence and maintains a calm, positive demeanor to reassure the customer.
Question
A customer's laptop will not turn on. The customer is distraught and panicking because the laptop contains family pictures that can never be replaced. Which of the following communication techniques is most important for the technician to demonstrate in this situation?
Options
- AThe technician should provide the customer with the appropriate SLA
- BThe technician should inform the customer about replacement options for an increased cost
- CThe technician should project confidence and maintain a positive attitude
- DThe technician should be dressed in appropriate business casual attire
How the community answered
(46 responses)- A11% (5)
- B7% (3)
- C78% (36)
- D4% (2)
Explanation
In emotionally sensitive situations, it is critical that the technician projects confidence and maintains a calm, positive demeanor to reassure the customer.
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